Hi @cabbageyee, thank you for providing the account details via PM. We have checked the status of your connection and we are not detecting any issues with the line at the moment. However, the account has exceeded all the data allotted for the peak hours, which is the reason why the connection is slow. If you exceed your monthly quota, your connection speed will be slowed down. The slowing down of your connection speed is called 'shaping'. Your connection speed may be shaped to 4Mbps, 2Mbps, 1Mbps, 256Kbps, 128Kbps or 64Kbps depending on the plan you are subscribed to. Shaping applies only to the time in which the monthly quota has been exceeded (peak and/or off-peak). Please see the product page to check your plan's shaping speed. You may also refer to this link for more information: https://www.tpg.com.au/support/quota_shaping_broadband_offnet.php. In addition, you can check your data usage by logging in to TPG's My Account:https://www.tpg.com.au/home/myaccount. Nonetheless, you have an option to upgrade or change your plan as it appears that your current plan is no longer enough for your data needs. We can have one of our account specialists contact you to further discuss the matter. Please send us a private message with your best contact number and available time to receive a call.
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Hi @Raynman1989,
Thank you for the contact details. We have arranged a specialist to contact you within an hour for troubleshooting.
Should you require further assistance, feel free to drop us a message. Thank you.
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Hi @Deaksy,
Welcome to the Community!
Apologies for the late response.
As per checking, the issue has been escalated to our Engineering Team and a technician has been dispatched to resolve the drop outs issue.
The connection appears to be stable for more than 3 days now, but if the issue persists, please let us know so we can investigate further.
Thank you.
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Hi @astukas,
Welcome to the community and we apologise for the late response.
We have checked the status of your connection and it appears to be working fine at the moment.
If you are still having issues, please provide us your contact details via PM so we can have a specialist contact you for assistance.
Thank you.
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Hi @SC,
Welcome to the Community!
We have checked the status of your connection and we are detecting a line issue, which is possibly causing the service disruption. With that being said, we will have a specialist contact you on the mobile number we have on file for assistance. If you have a preferred contact details, please provide it via private message. Thank you.
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Hi @cabbageyee, Welcome to the Community!
We are unable to locate your account using your community details. Please send us a private message with your customer ID or username so we can take a look at your account and check the status of the service.
We will wait for your message. Thank you.
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Hi @kandd2,
Welcome to the Community!
We have managed to locate an account using your community details and your modem's firmware needs to be updated from V100R001C216B111 to V100R001C216B113.
Having said this, we will request for the firmware to be upgraded and keep you posted on the progress.
Once the firmware is upgraded, please follow the instructions provided by Joseph_D above.
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Hi @kenl90,
Welcome to the Community!
Our TPG SIM Only Mobile services do not have this kind of feature.
You can view TPG Mobile Features here: https://www.tpg.com.au/support/tpgmobilesupport/mobile-feature.
If you wish to manage these available features, you can visit this link:https://www.tpg.com.au/support/managing_features.
Should you have further queries, please let us know. Thank you.
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Hi @Cross81,
We have checked the status of your connection and it appears to be stable at the moment.
We will see how it goes and if the issue persists, please let us know so we can investigate further.
Thank you.
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Hi @Raynman1989,
Welcome to the Community!
As per checking, you are currently on TPG NBN Fibre to the Node (FTTN) - Fast(nbn50) plan, which has a typical evening speed of 44.0Mbps and ideal for streaming 4k video and heavy users.
Fibre to the Node (FTTN) is a way of delivering access to fast broadband by running fibre-optic cable to a neighbourhood node/cabinet and from there using the existing copper network to the end-user premises.
The actual line sync speed depends on the quality of the copper wire and its distance from the Node.
In addition,the actual speeds for the service may be slower and vary due to many factors, including the type/source of content being downloaded, hardware and software configuration, the number of users and performance of interconnecting infrastructure not operated by TPG. Devices connected by Wi-Fi may experience slower speeds than those connected by Ethernet cable.
Nonetheless, we would like to have a specialist contact you to identify what is causing the speed issue.
Please send us a private message with your best contact number and available time to receive a call.
We'll wait for your response. Thank you.
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Hi @skychain,
We apologise for the inconvenience this has caused you.
Though we'd like to resolve the network fault as early as possible, we don't have control how NBN Co. works on their infrastructure. In addition, the resolution depends on the complexity of the issue.
Nonetheless, NBN Co. has declared that the network fault has been completely resolved at 19:44 AEST today.
We have checked the status of your connection and it appears to be up and running for more than 4 hours now.
If you are still having issues, please let us know so we can have a specialist contact you for assistance. Thank you.
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Hi @tashspring68,
We can see that the issue has been escalated to our Engineering Team for further investigation.
The case engineer tried to contact you, but to no avail. Nonetheless, we received your contact details via SMS.
We will make a follow up with the Team and have the case engineer contact you tomorrow between 11am and 3pm to discuss the progression of the case.
Should you require any asisstance, feel free to drop us a message. Thank you.
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Hi @keigoleung,
We have checked the status of your connection and it appears to be stable for more than a day now. However, if you are still having issues, please PM us your contact details so we can have a specialist contact you for troubleshooting.
Thank you.
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Hi @GregW,
Welcome to the Community!
We've checked the status of your connection and it appears to be working fine at the moment. However, if you are still having issues, please send us a private message with your best contact number and available time to receive a call so we can have a specialist contact you for assistance.
Thank you.
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Apologies, @pbenneto,
Follow up has been made and the Complaints Resolution Case Manager will contact you via phone call or email to further discuss the matter.
If you have a preferred contact details, please send it via private message. Thank you.
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Hi @pbenneto, Welcome to the Community! We have reviewed the account and have seen multiple emails reporting the same "My Account" page issue. The concern has been raised to our Accounts and Technical Team, but we are yet to receive an update as to when this will be resolved. Having said this, your case has been escalated to our Complaints Resolution Team. We will make a follow up with the Team and advise the case manager to contact you within 24 hours to discuss the progression of the case.
Rest assured that we will keep a close eye on this and will revert to you as soon as new updates become available.
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Hi @Kaz, Welcome to the Community! We have managed to locate an account using your community details and was able to check the status of the service. We are not detecting any fault on the network at the moment, but we have refreshed the connection. Are you able to check if the phone service is now working? If you are still having issues, please let us know so we can investigate further.
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Hi @willtalbot87, the issue has been escalated to our Engineering Team for further investigation.
The Team will be in touch via SMS or a phone call as soon as the initial assessment is completed.
Should you require further assistance, please let us know. Thank you.
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Hi @IamJaneS,
We have checked the status of your connection and it appears to be up and running for more than 18 hours now.
If you're still having issues, please let us know so we can have a specialist contact you for assistance.
Thank you.
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Hi @Wilson, we can see that our Technical Team has been in touch and escalated the issue to our Engineering Team for further investigation.
A TPG Technician has been booked and please refer to the SMS we have sent about the technician visit schedule.
Should you require further assistance, please let us know.
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Hi @Hintonad4, our Technical Team tried to contact you, but it appears that the call was missed.
If you're still having issues with the service, please provide us your availability or preferred contact details via PM so we can advise the Team to process a callback. Thank you.
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Hi @HungWong, our Engineering Team lodged the case to Telstra and a technician has been booked to further investigate the issue anytime between now and 27/March/2018.
If you wish to further discuss the matter, please provide your contact details via PM.
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Hi @Rigberry, our Engineering Team processed a callback, but it appears that the call was missed.
The Team is now working on sending an NBN Technician and they will be in touch via SMS or a phone call to discuss the technician visit schedule.
Let us know if you need further assistance. Thank you.
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Hi @Hintonad4, Welcome to the Community! We have checked the status of your connection and we are detecting an activity, which is consuming the entire upload speed and possibly causing the slow connection issue. It could be a program running in your devices background, automatic updates and cloud storage programs (Google Drive, iCloud, Dropbox, etc.) If multiple devices are connected at the same time, it will lead to a bandwidth sharing issue, wherein the speed is no longer enough to accommodate the devices and each device online activity. In order to fix this, we need to identify what online activity and which device is consuming a lot of bandwidth/speed by performing an isolation test. We can also limit the bandwidth usage and make sure that the Wireless Network is secured. Nonetheless, we will have a specialist contact you on the mobile number we have on file for further assistance. If you have a preferred contact details, please provide it via PM so we can advise our Technical Team.
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Hi @Wilson, Welcome to the community! We have managed to locate the account using your community details. We have also received your email query and we have arranged a Technical Specialist to contact you for assistance. We will make a follow up with our Technical Team to ensure that a contact will be made as soon as possible. Should you have further queries, please let us know. Thank you.
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Hi @willtalbot87, Welcome to the Community!
We have edited your post for security purposes, as it contains your account username. We have checked the status of your connection and our system has recorded multiple connection dropouts. We will have a Technical Specialist contact you on the number we have on file to address this concern, but if you have a preferred contact details, please send it via PM.
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Hi @HungWong,
Welcome to the Community!
As per checking, the issue has been escalated to our Engineering Team and they are now working on a resolution.
We will make a follow up with the Team and have the case engineer contact you to discuss the progression of the case.
If you have a preferred contact number and time, please send it via private message. Thank you.
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Hi @Macktank,
Welcome to the Community!
We have located your account details and the connection appears to be working fine at the moment.
However, if you are still having issues, please provide us your contact details via PM so we can have a specialist contact you for assistance.
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